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Getting help effectively

Providing details helps diagnose tool behavior quickly.

Include the tool used, file type, and expected result.

• Browser type
• Desktop or mobile
• Export settings

Page-specific details

Support moves fastest when you describe what you expected versus what you got. Example: “Converted PNG to JPG and the background turned black” or “Compressed at 60% and text became blurry.”

If possible, include the original dimensions and the export settings you selected so the issue can be reproduced.

Troubleshooting tips before you reach out

Most “unexpected results” fall into a few categories: wrong dimensions, quality too low, transparency lost, or orientation changed after export. Knowing which category you are in helps pinpoint the fix quickly.

When you report an issue, describe the destination. “This needs to be accepted by Instagram” or “This is for a Shopify product grid” gives a clearer target than “it looks wrong.”

If a file won’t upload, mention the file size in MB and the output format you chose.

Quick checklist

• Include the exact page (Resize, Compress, Convert, Rotate/Flip)
• Include original format (JPG/PNG/WebP) and approximate size
• Include chosen settings (dimensions, quality, target format)

Examples

Examples of issues and the likely fix

Most problems have a straightforward cause once you match them to the right tool setting. The examples below help you troubleshoot without guessing.

• “My logo has a box behind it.” You probably exported to JPG—switch to PNG or WebP with transparency.
• “The file is small but looks crunchy.” Quality is too low—raise it slightly and re-export.
• “It uploads but renders blurry.” Pixel dimensions are too small—resize to the display size (or 2× for high-DPI).

If you still need help, include the destination (Instagram, Shopify, email, CMS) because each platform recompresses differently.

Useful details that speed up support

The fastest fix usually comes from knowing the destination and the image type. A photo behaves differently than a logo, and a Shopify upload behaves differently than a Gmail attachment.

If you’re reporting a quality issue, mention where you noticed it: on the exported file, or only after uploading to another site. That tells us whether the problem is the export or the platform’s reprocessing.

Include these when possible

• Original file type (JPG/PNG/WebP) and approximate MB size
• What you changed (width/height, quality %, output format)
• The platform you uploaded to and what went wrong

What “quality issue” usually means

Quality complaints typically fall into one of these buckets: the image was resized too small, the compression quality was too low, or the platform recompressed the upload after the export.

To pinpoint it, compare the exported file on your device versus the same file after upload. If the export looks great locally but bad online, the platform is likely doing extra processing.

Helpful comparison steps

• Open the exported file at 100% zoom and screenshot the problem area.
• Upload the same file and screenshot the platform’s version.
• Send both screenshots and we can tell which step caused the change.

Fast troubleshooting map

If something goes wrong, it helps to identify whether the problem is coming from the export step or from the platform where you uploaded the file. Use the checkpoints below to narrow it down quickly.

• Export looks wrong on your device: adjust settings here (size/quality/format) and re-export.
• Export looks fine locally but bad after upload: the destination likely recompressed or resized it.
• Upload rejected: confirm the file type and the file size limit for that platform.

If you send a message, include the exact page you used (Resize/Compress/Convert/Rotate) and what the destination is (Shopify, Instagram, Gmail, etc.). That single detail usually makes the fix obvious.

For photographers: common delivery questions

If you’re delivering a set to a client, the usual constraints are file limits (portals/email) and consistency across the set. If you tell us the destination (Pixieset, Google Drive, email, website CMS), we can recommend the safest export approach.

Common “why did it get bigger?” explanation

Sometimes a file grows after conversion because the new format is less efficient for that kind of image. Screenshots and graphics can expand when moved to photo-focused formats; photos can expand when moved to lossless formats. The fix is to choose the format that matches the content type.

What to report when something looks wrong

If a result looks bad, the fastest diagnosis is comparing the exported file to the version after upload. That single comparison tells you whether the export settings or the destination platform caused the issue.

Include these details

• Which tool you used (Resize / Compress / Convert / Rotate/Flip).
• Original type and approximate size (e.g., PNG ~3MB).
• Where you uploaded it (website CMS, Instagram, email form, marketplace).

Bonus: mention whether the problem is blur, color shift, halos, or rejection—each points to a specific fix.

Fast self-check before asking for help

Before troubleshooting, run this quick self-check. It catches most problems without needing extra steps.

• Zoom test: open the exported file and zoom to 100% on a detailed area.
• Background test: if it’s a logo/cutout, preview on light and dark backgrounds.
• Upload test: upload one sample to the destination and check the published result.

If the export is perfect locally but ugly after upload, your destination platform is reprocessing it—optimize to survive that reprocessing.